Please note: This role requires flexible working hours. Mandatory night and weekend work will be required. If you are unable to commit to this requirement, please do not apply. 

Latch is hiring a Technical Support Associate to support and assist our Integration & Technical partners in the installation and implementation of Latch’s access systems across the US. This requires functioning as a subject matter expert on Latch’s hardware and software products -- providing both written and verbal instruction for incoming technical support requests between the hours of 12PM- 8PM ET. This will ensure our partners successfully and properly install, activate, and service all Latch devices. Additionally, the individual will work closely with the internal general support, operations and sales team.

Smart access isn’t about locking doors, it’s about opening up new possibilities. Latch is the world’s first fully integrated hardware and software system dedicated to bringing seamless access to every door in a modern building. We’re looking for the curious and the creative to join our team and help us continue to change the way we access our most valued spaces.

Responsibilities:

• Function as a subject matter expert on Latch’s hardware and software products 
• Manage incoming technical support tickets and calls via internal ticketing tools and phone
• Provide technical insight and support for internal Latch employees and partners
• Process hardware replacements, following standardized operations and procedures
• Report hardware & software bugs and issues, coordinating, overseeing, and documenting resolutions with our engineering team 
• Keep detailed records of partner interactions and troubleshooting measures 
• Utilize internal and external databases and resources to provide accurate, educated technical solutions
• Document technical knowledge in the form of notes and manuals

Qualifications:

• Bachelor’s Degree
• Zendesk experience required
• Working experience with customer support software & CRM platforms
• Proven customer support experience at a technical company
• Excellent analytical and communication skills
• Ability to manage multiple detailed projects at the same time
• Ability to provide step-by-step technical help, both written and verbal
• Must be able to work and thrive in a fast-paced environment 
• Self-starter, initiator, strong presenter. Interpersonal and consultative skills a must
• Technical experience with both hardware and software products-- troubleshooting experience necessary
• Must be comfortable and able to provide remote, phone support
• Must be able and flexible to work nights/weekends

Preferred:

• 1-3 years experience working in a support role, at a hardware + software company a plus
• Knowledge of Access Control Systems preferred
• Knowledge of Smart Home systems preferred
• Systems Administration experience preferred
• Hardware troubleshooting experience preferred
• Atlassian product experience preferred

Founded in 2014, Latch is a venture-backed startup building the world’s first complete smart access system. We now boast over 200 employees, all of whom are all passionate self starters with unique backgrounds and unexpected stories. We are located just a quick walk from Penn Station in New York City, and a ten minute walk from CalTrain in SOMA San Francisco.

We offer unlimited Paid Time Off, a competitive health package, and an office environment where employees are surrounded by creative, empowered, and dynamic peers. There is no better time to join us. As we grow as a company, we are excited to see our employees grow with us.

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